Efficient & Effective Tool for IT Service Management
August 02, 2018
Efficient & Effective Tool for IT Service Management
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with JIRA Service Desk
Our team uses JIRA to raise tickets for our IT team and to submit talks/projects for our marketing and audience development teams. It started out as an easy way for us to get any development issues in the weekly and monthly IT sprints. Now, we also use it to collaborate on the creation of email newsletters, campaigns, etc. It's been great for tracking multi-user projects, sharing large files, etc.
Pros
- Real-time collaboration
- Customized views/dashboards
- Deadline management
- File sharing
- Issue tracking
Cons
- From my experience, JIRA is much better suited for IT/development than it is for marketers or project management teams. Some of the functionality is irrelevant for teams outside of IT, which can be off-putting for team members who aren't comfortable using new technology
- The email notifications from JIRA can get a little busy/cluttered. For example, if someone replies to an email from JIRA, the comments appear in JIRA and include their email signature, along with any images from their email signature. Then, those images appear in the attachments for that particular job. This sometimes causes projects to get a little disorganized.
- We've been able to use JIRA to cut down on the number (and length) of monthly meetings with IT. We're now down to a weekly 15-minute call with our team, and we can easily reference what's already in JIRA to get quick updates.
- The IT has been able to respond to issues much faster than before. Within 6 months of moving to JIRA, we saw a boost in service levels.
- Uploading, proofing, and testing our e-newsletters has been much more efficient. We can do it in half the time now. Being able to quickly upload large files has saved time, and it's also quick and easy for everyone to chime in with edits all in one place, which makes the testing and editing process work much more smoothly and accurately.
I used Basecamp in my last job. I thought it was quite efficient for project management and advertising tracking, but I don't think it would work as well for IT/Service Management. It's missing some of the more sophisticated functionality. Our IT selected JIRA because it aligned with their agile work and sprint methodology.
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